After retaining their crown as European Call Centre of the Year for the 2nd year running in September, British Gas Cardiff has added more honours to their bulging trophy cabinet!
The team took home the ‘Great Place to Work’ award at the Customer Contact Association Awards in Glasgow last month. This award follows on from being crowned as the Best Centre to Work for in Europe for 2009 & 2010 at the European Call Centre Awards.
The centre also won the ‘Customer Service BackOffice Team of the Year’ award at the National Customer Service Awards on the 7th December. The site’s quality team, led by Lee Sparey were the winners on the night, with the centre also finalists in a further 5 categories, including Large Contact Centre (over 100 seats) and Best Employer.
The awards capped off a stunning year for the British Gas team, who have now won 8 external awards this year, to add to the 10 they won in 2009.
John Connolly, the centres ‘Head of Innovation and Best Practice’ said “It’s been an incredible year for our team. Our commitment to creating a great place to work underpins our success. Our team engagement scores are the highest ever achieved in British Gas, and our customers are seeing the benefits. The calibre of the people we recruit to deliver great customer service has never been higher. In turn, our people are staying with us, and our customer service is getting better and better.”
Quality Manager Lee Sparey agreed. “Part of my team’s role is to listen to our teams, to listen to our customers, and act on what we’re being told. Our contact centre teams have a huge input into how we can take our customer service to new heights. Not only are our people proud to work here, but their passion for delivering great customer service is incredible. I’m so proud to lead such a great team, and be part of such a progressive customer focused business.”
The team aren’t done yet…
In February, the team will discover whether they’ve won up to 5 more awards at the Welsh Call Centre Awards. The team also have big aspirations on the global stage.
John added, “We’re putting together entries into the World Call Centre Awards next year. If we want to keep improving, we have to benchmark ourselves with the best companies in the world. We may not be ready to win just yet, but at least we’ll know what it takes to be the best customer service centre, and the greatest place to work in the world! That’s the ambition.”
British Gas Cardiff is opening their doors to business leaders from across Wales through 2 open days a month. The dates and John’s contact details are available on the Buzz Wales and WCCF website…but hurry up…the last date is in April.
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